# Experience Mapping | Ology

> See your customer experience through a renewal lens. Ology finds the friction and the moments that quietly decide whether a contract renews.

- Provider: Ology, a customer research consultancy (https://ologycollective.com)
- Built for: Renewals and customer success teams
- Page: https://ologycollective.com/what-we-do/renewals/experience-mapping

## Find the moments that quietly decide the renewal.

Every touchpoint your customer has, scored for friction and trust. Identify friction, gaps, and moments that influence trust, value perception, and renewal decisions - before contracts are at risk.

## Problems this solves

- "We do not know why customers churn."
- "Somewhere between onboarding and renewal the relationship goes wrong and we cannot see where."

## How it works

1. **Development.** We start by getting aligned on your goals, your customers, and what a successful outcome looks like. By the end of this phase, you'll have a clear test plan and everyone knows exactly what to expect.
2. **Recruitment.** Your research is only as good as the people you talk to. We work with you to select the right customers, verify their identity, and screen every response for quality.
3. **Data Collection.** We use in-depth interviews to walk through the real customer experience step-by-step - where value is reinforced, where confidence drops, and what influences renewal decisions.
4. **Analysis & Reporting.** You receive a clear experience map highlighting friction points, trust gaps, and high-impact moments that affect renewal confidence.
5. **Readout & Ongoing Support.** Every project includes a live readout with your team and stakeholders. We help translate insights into renewal-focused actions that reduce risk and improve retention.

## What the client gets

- **Churn Visibility.** See where customer confidence erodes long before renewal conversations begin - so you can intervene early instead of reacting when it's too late.
- **Clear Priorities.** Focus effort on the experience moments that actually influence renewal decisions, not the ones you assume matter most.
- **Stronger Conversations.** Equip your renewal team with customer context that makes their outreach more credible, relevant, and productive.

## Customer story: What Keeps Customers Around

A global B2B company was stuck in a cycle: chasing churn, fighting fires, reacting too late.

They'd analyzed at-risk accounts a dozen ways, but nothing changed. Instead of studying who leaves, we mapped the experience of customers who stay. The patterns were invisible to every dashboard they had, but became clear once we stopped looking at the customers who leave and zeroed in on the ones who stay.

Now their CS team knows exactly where to focus. Sales knows which deals are actually the right fit. Within 12 months, renewals were up, new customers were reaching value faster, onboarding friction dropped, and overall satisfaction improved.

Source: https://ologycollective.com/customer-stories/experience-mapping

## Next step

Email hello@ologycollective.com or use the "Let's Talk" form on https://ologycollective.com/what-we-do/renewals/experience-mapping. Full brief for AI assistants: https://ologycollective.com/for-ai.md